OnTrac

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me [redacted] and I are working through a resolution She is waiting for my repair estimates Upon receipt, I will forward to *** [redacted] and will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Hello,Based on the complaint received by the customer, I have addressed Ms [redacted] concerns with the local delivery facility Our records indicate that our driver had Ms [redacted] shipment out for delivery on April 8, 2015, and scanned the shipment attempted, but did not deliver The shipment did not go back out for delivery the following business day (April 9, 2015) and was delivered to the customer today, April 10, To address Ms [redacted] concerns, I have filed a formal complaint with the local delivery facility and spoken to the Manager to address the delayed delivery This issue has been addressed with the delivery driver and the driver’s supervisor to ensure that it does not happen again.I was able to contact Ms [redacted] directly today to discuss her concerns and apologize for her less than stellar experience with OnTrac I have advised her of the actions we have taken to address her concerns and offered to provide her with my direct contact information so that she can contact me directly for any additional follow up, questions or comments now or in the future She thanked me for the call but declined to take down my contact information and advised that there is nothing further we can do to assist her at this time.Best Regards, [redacted] Customer Care Manager

I sent an email on 06/14/to the consumer at: [redacted] providing my contact information and advised that I would assist them regarding this matterThe original complaint was filed on 10/27/ The consumer was concerned with his customer experience

Upon further review, when this issue was brought to OnTrac’s attention on 06/02/2017, we did file a Driver’s Complaint to the local facility to ensure that the mishandling of the package was addressed with the driver’s supervisor On 06/02/17, our Operations Manager from our Concord facility did reach out to [redacted] apologizing for the situation and our Operations Manager did advise her that our Shipper initiated a claim and the claim was paid out to the shipper for the loss.I reiterated this information to [redacted] and advised her that should she need anything further than what has been done or has any further questions, to reach out to me directly

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility The delivery driver who was delivering shipments to the receiver’s location on December 4, was new and not aware that deliveries to the [redacted] campus needed to be delivered directly to the end users As a result, the delivery driver inadvertently delivered the shipments to the central receiving area where they remained until the Shipper advised us that the receiver was claiming non-receipt As soon as the shipper advised us of the issue, the regular delivery driver for the Campus was sent back to distribute the delivery to the end user Our records indicate and Mr [redacted] has confirmed that he did receive the shipment of paper on December 11, I have contacted Mr [redacted] directly via phone to apologize for our less than staller performance regarding the delayed delivery of this shipment and assured him that we are addressing his concerns In addition, the Manager of our local delivery facility has also confirmed that this issue has been addressed at a local level to ensure this type of delay does not happen again Additionally, to ensure that if Mr [redacted] has any questions or concerns with future deliveries to his location, I have provided him with my direct contact information so that he can get immediate assistance as needed moving forwardBest regards, [redacted] Customer Care Manager

that is because it arrives three days late and not only three days late and almost didnt arrive on the third daysaying that my so-called home a.k.abusiness was closed even though there was a sign in the front door to drop off the package and your apply a month later that is crap

Hi,Thank you for providing us with the feedback and concern We would like to ensure that this issue is properly investigated and addressed by the local facility In order to do so, I would need further information to proceed.Please provide me with the tracking number (s) associated with your delivery Once received, I will ensure that it is the issue is looked into and that we are able to provide a resolution to minimize any further delivery issues.If you have any questions or concerns, please feel free to reach out to me directly at [redacted] .Sincerely,Xiong L*

I hand delivered a package to the Commerce, CA facility of OnTrac on Fri. 12-13-19. It was to be delivered on Monday 12-16-19 in Visalia, CA. Today is 12-20-19 and the package still has not been delivered and no one will get back to me.

I have reached out to the complainant to request a shipment tracking number so that I can further assist herI have advised that if we truly cannot locate the shipment, I would assist her in filing a claim for the lost goodsRegards,Deborah

Good afternoon,My apologies for this poor customer experience, I assure it is not the level of service we strive to provideI agree, this performance is simply not acceptable, and as such, I have filed a driver complaint with the driver supervisor so that he can review the issues and concerns with the driver assigned to make deliveries in your areaPlease email me directly so that I can assist you in filing a claim directly with OnTrac, as that will expedite resolution for youI can be reached at [redacted] @ontrac.comAgain, my apologiesRegards,Deborah S [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Good day,My apologies, while I see the pdf of your email, I was unable to locate it in my email foldersNow that I have it, and the tracking number of [redacted] , I will file a driver complaint so that the local General Manager can speak with the driver supervisor to ensure proper delivery is made going forwardI agree with you, it just should not be a continuing issue, and for that, I apologizeWhat else can I do to be of further assistance here?Regards, Deborah

I tried contacting the consumer on 10/31/to discuss this matter furtherI briefly spoke with his spouse todayA driver complaint has been filed, in addition the issue was escalated to the GM at the facilityI sent the consumer an e-mail asking that he contact me when he has a moment to discuss further

The OnTrac response says to simply call themI have been calling them since early December and getting no action.And the person asking for the call is the one I have been talking too.See attachment for more details.Thanks, [redacted]

Hello, I sincerely apologize for any delay of delivery that the customer has encountered As with other shipping companies, our system functions off of tracking numbersIn the complaint, the tracking information may have been entered, but the information was removed and I am unable to review it Unfortunately without it, I was not able to locate the shipment in our system to further investigate the issue and seek resolution for customer If the appropriate tracking number associated with this delivery can be provided to me, I will definitely take this opportunity to review and address any service challenges that has occurred If there are further questions or if I could be of further assistance, please feel free to reach out to me at [redacted] Best regards, Xiong L [redacted] Customer Care Manager Tell us why here

I sent an email to the consumer on 12/19/expressing my apologies and advising what they must do in order to have the product replacedMy e-mail states that the consumer is required to contact the merchant to request a replacement or reimbursementI have also provided my contact information to the consumer for any further questions they may have

Hello, Based on the complaint received by the customer, I have addressed his concerns with the local delivery facility After researching this issue, the regular driver for the delivery route in the area where Ms [redacted] resides was off on August 3rd A new driver was covering the delivery route and was not able to locate Ms***’s address Ms [redacted] did contact us directly on August 4th and we updated delivery instructions to alert the delivery driver that the address was off a dirt road The shipment did go back out for delivery the following day with the regular delivery driver and was delivered directly to the customer on August 4, at 7:31PM I have attempted to contact Ms [redacted] directly to apologize for the delay and assure her that we have addressed this issue with the new driver that was covering the deliveries on August 3rd in an effort to ensure that we are addressing her concerns to ensure that this doesn’t happen again, but I have not been able to make contact with her.Best Regards, [redacted] Customer Care Manager

The respondent remains an anonymous, "I." Is it making another crank? What is a "DC," btw? I have no idea how to respond to this other than to let you know it follows the same pattern alleged originallyThere is clearly no sense of accountability or personal commitment to what CS means This incident is over a month oldI was cheated out of [redacted] 's Prime benefit ($49) and books ($13.26) through precisely this kind of fluffI don't get it and maintain that its executive team never made itself available for interventionWas this part of their design?

Good afternoon,First, let me apologize for this poor level of service; clearly it is not the level of service we strive to provideCan you please provide some additional details so that I may follow up and help you get this resolved? To locate the shipment in our system, I'd like the tracking numberI should be able to then follow up with the whereabouts of your shipment, the reps you spoke to on the phone, and any one else who worked on your delivery issue.I look forward to hearing from you soon so that I may assist you furtherRegards,Deborah

I was contact by Eddie B [redacted] with Ontrac Customer Service on March 21st by phone and by emailThe expectation was that I would be hearing from the Vendor Manager soon with a resolutionThat has not happenedEmail communication attached with specifics.This is not resolved